AccountId: 011433970860
ContactId: d1108ba0-f7ee-4ca3-88e0-397fbff0a948
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337660 ms
Total Talk Time (AGENT): 80336 ms
Total Talk Time (CUSTOMER): 110320 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d1108ba0-f7ee-4ca3-88e0-397fbff0a948_20250513T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], good afternoon. This is [PII] from Avi Exchange on a recorded line. I would like to make a payment on behalf of Trade Station Technologies Incorporated. Are you able to assist me with the payment?
[CUSTOMER][NEUTRAL] I have um invoice number here.
[AGENT][POSITIVE] Sure I can help you with the payment online. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the policy or group number that you're trying to pay for?
[CUSTOMER][NEUTRAL] Um, group number 15156.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Are you having a good day?
[CUSTOMER][NEUTRAL] Um, well, yeah, yesterday was my day off, so back on the shift today.
[AGENT][POSITIVE] Good
[CUSTOMER][POSITIVE] Thank you for asking. How about your day too?
[AGENT][POSITIVE] It's not bad. I can't complain. It's only Tuesday.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][POSITIVE] Mhm, no worries take your time.
[AGENT][NEUTRAL] OK, one moment while I try to uh transfer you to group billing, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi this is [PII]. Um, I work for APL in customer service or I'm sorry in the care team, and I have a Miss [PII] on the phone trying to pay over the phone for her group, group number 15156.
[CUSTOMER][NEUTRAL] 1514
[CUSTOMER][NEUTRAL] OK, OK, who did you say you have, did you say her name is [PII]?
[AGENT][NEUTRAL] [PII] is how I heard it. [PII], I believe.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. Were you able to, did, was she already, did she already verify everything?
[AGENT][NEUTRAL] I am new at this, so I was not able to figure out what I needed to verify because my guru card has a big blank.
[AGENT][POSITIVE] Picture on it. I'm so sorry.
[CUSTOMER][NEUTRAL] OK. And actually, um.
[CUSTOMER][NEUTRAL] They don't have any invoices due, but she's not the group contact and she's not verified um so we can't really share much information with her but um she actually doesn't need to make a payment because um they don't have any invoices due, um, so you could let her know that um they don't have they currently don't have any um outstanding invoices to pay.
[AGENT][POSITIVE] OK, I'll let her know. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][POSITIVE] Oh, I'm sorry, um, it looks like my, because I am brand new at this, it looks like my, uh, the person who's helping me wants me to go ahead and transfer her to you. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, do I just push swap?
[CUSTOMER][NEUTRAL] Um, I think you, yeah, uh, press join.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you'll leave.
[AGENT][NEUTRAL] Hello [PII], are you on the line?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I have someone from group billing here.
[CUSTOMER][NEUTRAL] Yeah, I'm still here.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Hi, this is in the billing department. speaking with [PII].
[CUSTOMER][NEUTRAL] Um, yes, hi, good afternoon, by the way, my name is [PII] from A Exchange, and this call is being recorded and yeah, I would like to make a payment for TradeStation technology. Um, I can provide you the, um.
[CUSTOMER][NEUTRAL] Invoice number for this payment?